Julie was initially very happy with the way the shoes had sold, but unfortunately over the next month 41 pairs (20%) of the shoes were returned. Alarmed, Julie kept a tally chart of the reasons given for the returns.
| Colour ran at first wearing | 2 |
| Don't like them | 2 |
| Heel fell off | 7 |
| Lining disintegrated | 8 |
| Odd sizes in a box | 4 |
| Too tight | 3 |
| Trim fell off | 12 |
| Wrong colour for outfit | 3 |
It became clear to Julie that something was seriously wrong with this new line.